Joining Razer will place you on a global mission to revolutionize the way the world games. Razer is a place to do great work, offering you the opportunity to make an impact globally while working across a global team located across 5 continents. Razer is also a great place to work, providing you the unique, gamer-centric #LifeAtRazer experience that will put you in an accelerated growth, both personally and professionally.Job Responsibilities :We are seeking a Lead for AI Customer Experience to define, drive, and scale our AI strategy across Customer Support. This role will oversee the design of long-term AI capabilities, deploy customer-facing AI agents, enhance agent-assist performance, and embed AI throughout the support ecosystem.You will own the AI roadmap for Support, partner closely with Support Operations and ensure AI becomes a core pillar in how we deliver fast, accurate, and globally scalable customer experiences.This is a strategic and high-impact role for someone who understands AI, customer journeys, and operational efficiency. You will directly shape how millions of customers experience Razer’s service and support — making AI a differentiator in speed, quality, accuracy, and consistency.Key ResponsibilitiesStrategic AI LeadershipDefine the AI vision and roadmap for Customer SupportIdentify automation opportunities across support journeys (hardware, software, RMA, troubleshooting)Build business cases for AI initiatives (ROI, cost avoidance, CX improvements)Establish standards for AI quality, safety, governance, and brand toneDrive cross-functional alignment with Support Ops, Product, Engineering, Data, and MarketingCustomer-Facing AI AgentOwn the end-to-end design, performance, and experience of the Support AI Agent across web, app, chat, and service channelsImprove containment, resolution, accuracy, context-awareness, and response consistencyArchitect AI troubleshooting flows for hardware and software support pathsIntegrate AI with backend systems (CRM, ticketing, warranty, orders, knowledge base)Ensure AI responses meet global brand tone, quality, and safety standardsAgent Assist AI — Internal ProductivityLead deployment and continuous enhancement of internal AI tools for support agentsImprove FCR, AHT, agent efficiency, and coaching through AI-driven workflowsDesign workflows that include AI summaries, suggested replies, knowledge retrieval, and error detectionBuild structured feedback loops with Support teams to improve AI outputsData / Measurement / OptimizationCreate and own an AI analytics framework including:Intent accuracyRetrieval accuracyAI containmentAI resolutionHallucination/error rateEscalation qualityAgent-assist impact (AHT, productivity, adoption)Partner with BigData teams to build dashboards and monitoring systemsRun A/B tests to validate improvementsSet quarterly performance targets and track progress toward KPIsCross-Functional Leadership & ExecutionServe as the bridge between Support, Engineering, Product, and Data teamsWork with Engineering on model integrations, API connections, and tooling improvementsPartner with Support leadership on training, workflows, and AI-assisted operational processesEnsure alignment across global regions and support teamsAI Governance, Safety & Brand QualityEstablish safety guardrails to prevent hallucinations or incorrect instructionsEnsure compliance with GDPR, PDPA, and global privacy requirementsMaintain documentation, playbooks, workflows, and guidelines for AI usageMonitor model drift, performance stability, and continuous learning pathwaysPre-Requisites :Experience8+ years in Customer Experience, Customer Support, AI Product, or Digital Transformation3+ years working with LLMs, conversational AI, or automation platformsProven leadership across multiple regions and cross-functional teamsStrong understanding of support workflows, troubleshooting journeys, and service operationsDemonstrated ability to translate data insights into actionable decisionsTechnical SkillsFamiliarity with modern AI platforms and toolingUnderstanding of LLM behavior, including:Prompt engineeringIntent classificationRetrieval-Augmented Generation (RAG)Context-awarenessModel evaluation and tuningComfortable working with Engineering and reading technical specificationsStrong analytics capability (GA4,, PowerBI, Tableau)Soft SkillsStrategic thinker with strong leadership presenceExcellent communication and stakeholder managementStrong problem-solving and decision-making abilitiesCustomer-first mindset with emphasis on qualityAble to drive alignment across diverse teams and regionsRazer is proud to be an Equal Opportunity Employer. We believe that diverse teams drive better ideas, better products, and a stronger culture. We are committed to providing an inclusive, respectful, and fair workplace for every employee across all the countries we operate in. We do not discriminate on the basis of race, ethnicity, colour, nationality, ancestry, religion, age, sex, sexual orientation, gender identity or expression, disability, marital status, or any other characteristic protected under local laws. Where needed, we provide reasonable accommodations - including for disability or religious practices - to ensure every team member can perform and contribute at their best.Are you game?
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